ComplaintsforChicago Pastry, Inc.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a cake for my wedding. I had someone else pick it up on my behalf. On the day of my wedding, which is when the cake was supposed to be picked up, it had a foul smell and it was not edible. I called the business and was promised a refund. I left for a honeymoon and my issue was not resolved. I contacted the company and the woman on the phone said that she would be able to issue me a refund. Upon waiting three weeks for the refund to be issued, and it not being issued, I filed a complaint with my credit card company, which was denied because the business said that they made a cake that was picked up, however it wasn't what I was promised. The cake was certainly not edible and expired, and feeding it to my guests would only make them sick. Today, (Wednesday, November 12th of 2022) I called the business again and was told to bring in the cake for any action to be taken, no one told me to, first of all, save the cake, and no one in their right mind would save a cake that has gone bad. I do not like the customer service I have received, and the manager is not giving me a callback or taking my calls. I think that this is unjust and not fair at all. I did not have a cake on my wedding day, and I do not think I should pay for something that I was promised to be of good quality, especially for a wedding. I would not have cared if it was for any other event, but the employee who I spoke to, *****, yelled at me and used profane language with me, and also hung up on me multiple times when I simply wanted to resolve this issue.

  Business response

  11/04/2022

  When customer originally placed this cake order on (9-10-22) she ordered a 3 tiered cake.  The cake was paid in full by credit card.  A few days later on 9-13-22, customer spoke to manager and said she needed to reduce the amount of people the cake serves because her mother was in the hospital.  Her order changed from a 3 tiered cake to a 2 tiered cake.  Manager refunded customer the difference in price.  Customer was refunded $97.00 on *******.

  September 16, 2022- Customer sent someone to pick up her cake.  The person who picked up the cake had no issues with it and was pleased and left with the cake.

  October 4, 2022- We received a letter from customer's credit card company disputing the transaction.  Customer claimed she never received a cake and that she wanted a full refund.  Cake order form and receipts were sent over to credit card company to prove she did in fact receive a cake.  We never heard from the customer since the cake was picked up.  The customer's request for a refund was denied by the credit card company after further investigation was made by them.

  October 21, 2022-Customer called and spoke to a sales associate claiming that everyone got sick from the cake.  She hung up and called back a few minutes later and said the cake smelled of baking soda and ammonia.  Customer was advised that manager was on vacation until November and would forward this information.

  November 3, 2022-Customer called and spoke to our secretary ***********  Customer was using profane language towards employee.  Customer continued to call back at least 10 times.

  Customer response

  11/04/2022

   
  Complaint: 18349200
  
  I am rejecting this response because: the business is falsely stating information. I was told by the person who picked up the cake that the store associate did let her see the cake. I was unable to pick it up due to the fact that it was my wedding day. It was not until the cake got to the venue where we noticed the pungent smell. I called the store and was told that we would be able to get a refund in the case that the store took responsibility and said that due to the fact that the cake has spoiled and blatantly admitting to the fact that they, themselves, did not store the cake in the proper manner, therefore promising me a refund. 

  After not getting the refund as promised, I sent a dispute to my credit card company stating that I did not get what I was promised, and then the store then falsified claims to then keep their money. I did call the company a few times, I do not get why they are saying that they never heard from me. 

  On October 21, I did call again, however, I did not hang up. I spoke in a professional manner, and the sales associate was rude as said that I could speak to a manager when she comes back in. I told them that yes, my mother did get sick. I was told that it did not matter to her, when I proceeded to tell her that my mother had stage four breast cancer, I was given the response that "it doesn't matter to them what happens to my mother, she should have known better," and this, I think is extremely disrespectful. I simply just want my money back for not getting what I was promised. It was also ***** who told me that I would not get anything unless I bring in a hospital note stating that the "cake specifically made my mother sick," I do not think that she is entitled to seeing her medical records, and when I told her that, she told me that "I could be a pathological liar for all she knows." I think that this is beyond disrespectful.  

  On another phone call, I was told to have brought in the cake that was spoiled in order to get any kind of money back. This is the first time in which I think any company has ever said to save a cake that has gone rotten in order to get a refund. 

  On November 4th, I did then speak to ***** who claims I used profane language when I did not, I think that the business lying shows a lack of integrity. *****, on the other hand, hung up on me, and lied about the manager being in. She claimed the manager was male, then slipped up and said the manger was female. When I stated that I simply wanted to resolve this issue she said that she does not care, and then continued to hang up on me, after calling me names. She also threatened me as well, to which I told her it was just an issue I was trying to resolve. I called back only for ***** to not pick up. I was also promised to speak to the manager who has yet to call me back. I think that the service and the lies that this company is spewing is outright ridiculous. I can not even fathom the type of disrespect others receive from this business as well. Had this not been a cake for my wedding, I would have left it alone, but the company is being extremely non-professional, and not taking responsibility for their actions which is why I have contacted the BBB.  

  
  Sincerely,
  
  *********************

  Business response

  11/10/2022

  The claims and statements made here are false and incorrect.Tell us why here...

  Customer response

  11/13/2022

   
  Complaint: 18349200
  
  I am rejecting this response because: I did not make any false claims. The business is not taking responsibility for their actions. 
  
  Sincerely,
  
  *********************

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